Client support is integral to the work ZAG does as a managed services provider (MSP). Our managed clients rely on our help desk and support team to address their technology challenges on a day-to-day basis. This means that professionals like William Fry are a critical component of the ZAG client-facing team.
William, who lives in Napa, Calif., and has been a part of ZAG for 10 months, was always interested in computers, which took him toward customer support.
“I’ve always had an interest in technology, building my own computers, and working on my friend’s computers,” William said. His brother-in-law worked for an MSP and told him that there were certifications he could get that would help boost his resume. His first role was essentially an internship in IT and help desk support.
The rest, he said, is history. He’s continued his career in IT with ZAG. Here’s some more info about William:
Why did you decide to join ZAG?
I worked with another of ZAG’s client services support engineers at my previous company and he knew my work ethic and how I worked with a team. He thought I would be a good fit for ZAG and it really was.
What are the responsibilities you have in your role?
A big one that’s overlooked is client service. Our role, being on the phones is really client-facing and involves constantly putting out fires. As a result, it’s easy to forget that we’re really customer-focused. In a support role, we’re on the front line for a lot of issues that come in – either we move it to another team or keep it to work on the issue, we’re constantly solving problems as they arise for our clients.
How would you describe your job to a class of kindergartners?
Anytime someone has a computer problem, I am the person they call to help them fix it.
What would you be doing for a career if you weren’t in IT?
IT has always been in the background. I was planning to go and finish my degree in computer science and I found a way to kind of do that without having to go to college, so I took that path.
What do you like most about your job?
It’s a field that I’m super interested in and I get to learn new things every day that I work here. I think I’d lose my mind working for a job doing the same thing over and over every day. I really enjoy getting to learn every day that I’m at work.
What is the best career lesson you’ve learned so far?
The biggest thing is understanding where other people are coming from. It sounds simple, but it’s easy to forget other people have bad days too and you can’t take things personally.
And for more of the personal questions…
What was your first job?
My first paid job was working for a place called Cybermill, an after-school tech program to teach kids about computers, using Adobe products like Photoshop and different kinds of cameras. I went there as a kid, then I volunteered there, and one summer they asked to hire me on my summer vacation.
Do you have any hobbies or interests you’d like to share?
I play a lot of video games – I’m a giant nerd. Hiking, building computers. I really enjoy cooking as well to get away from the computer side.
What’s a fun fact about you that people may not know?
I have never been on an airplane.
What is your dream travel destination?
I really want to go to Ireland or Scotland – I don’t love to go to big cities. I’d love to travel somewhere with a lot of nature.
What piece of advice would you give to your younger self?
Take your education seriously. Learn how to learn. You will be doing it your whole life.